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- Tasks: Provide emergency call-handling support to help vulnerable customers live independently.
- Company: Join the City of York Council, a dedicated team providing 24/7 emergency response services.
- Benefits: Enjoy flexible working hours, generous leave, and access to health and wellbeing initiatives.
- Other info: Shifts are overnight, with potential day shifts on short notice; continuous training offered.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Compassionate individuals with strong customer service skills; training provided for all necessary qualifications.
The predicted salary is between 24000 - 36000 £ per year.
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The Be Independent Team within City of York Council is looking to recruit a motivated, enthusiastic person to join our team.
We are a 24/7 emergency response service providing a first-class emergency response service and equipment loan service to a wide range of customers within the City of York.
Our service is an early intervention service to help empower and support vulnerable customers to live independently at home.
Could you help us make a difference to a person’s daily living and promote independence within their own home?
About The Role
As a Control Practitioner you will provide an efficient call-handling service to customers across York by triaging and identifying customers who need support from the responder team in an emergency situation and helping to promote the independence of customers in their own homes in line with the principles of early intervention and prevention.
Key Skills And Experience Required
The ideal candidate for this specialised Control Operator post can demonstrate compassion, empathy and understanding in their approach to dealing with frail, elderly and disabled customers with excellent customer service. Must be able to work with on own initiative and unsupervised.
We also require but not essential as training will be given.
- A working knowledge of Independent Living Communities and housing schemes equipment.
- First Aid knowledge.
- Bereavement support skills.
- Ability quickly to assess and analyse a situation on information given and to take appropriate action, often with limited information, using active listening skills
- A flexible approach to working is a must as we are a twenty-four-hour service.
Working shifts are between 8:45pm and 7:15am – overnight. Candidate must also be able to cover day shifts with short notification in case when emergency cover is required.
You will be supported by a programme of continuous training and development.
As this role is public facing, applicants will need to demonstrate, at interview, their competency to converse and provide advice and guidance to members of the public, in spoken English to CEFR level C2: Can express themselves spontaneously at length with a natural conversational flow, avoiding or backtracking around any difficulty so smoothly that the person with whom they are conversing is hardly aware of it.
The Council is committed to investing in the talent and wellbeing of our staff and can offer a generous annual leave allowance, access to the Local Government Pension Scheme, comprehensive Health & Wellbeing initiatives and a reward package which recognises your contribution. We can offer flexible working practices, community engagement and volunteer activities and, as part of our commitment to you, promote continuous Learning & Development. In addition, we also offer a growing range of discounts, rewards and savings.
For further information or an informal discussion please contact Jakub Suszczewski, Team Leader, jakub.suszczewski@york.gov.uk or on 01904 551857 or 07936349157 or Marie Dodsworth, Team Leader, marie.dodsworth@york.gov.uk or on 07860357959.
Closing date: Wednesday 3 September 2025 at 12 midnight
Interview date: Week commencing 8 September or 15 September 2025.
Seniority level
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Seniority level
Entry level
Employment type
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Employment type
Full-time
Job function
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Job function
Accounting/Auditing and Finance
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Industries
Government Administration
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Control Practitioner (Nights) employer: City of York Council
Contact Detail:
City of York Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Control Practitioner (Nights)
✨Tip Number 1
Familiarise yourself with the principles of early intervention and prevention. Understanding these concepts will help you articulate how you can support vulnerable customers in their own homes during the interview.
✨Tip Number 2
Brush up on your active listening skills. Being able to assess and analyse situations quickly is crucial for this role, so practice responding to hypothetical emergency scenarios with empathy and clarity.
✨Tip Number 3
Demonstrate your flexibility and adaptability during the interview. Since this is a 24/7 service, be prepared to discuss your availability and willingness to cover shifts at short notice.
✨Tip Number 4
Reach out to the team leaders mentioned in the job description for an informal chat. This shows initiative and gives you a chance to ask specific questions about the role, which can help you stand out as a candidate.
We think you need these skills to ace Control Practitioner (Nights)
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and key skills required for the Control Practitioner position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer service, emergency response, or working with vulnerable populations. Use specific examples to demonstrate your compassion, empathy, and ability to work independently.
Highlight Communication Skills: Since the role requires excellent spoken English and the ability to provide advice to the public, make sure to showcase your communication skills. Mention any relevant experiences where you successfully communicated with diverse groups or handled sensitive situations.
Prepare for the Interview: If selected for an interview, be ready to discuss your approach to handling emergencies and supporting independence for customers. Prepare examples that illustrate your problem-solving skills and ability to assess situations quickly.
How to prepare for a job interview at City of York Council
✨Show Your Compassion
As a Control Practitioner, you'll be dealing with vulnerable customers. Make sure to express your empathy and understanding during the interview. Share examples from your past experiences where you've demonstrated compassion, especially in challenging situations.
✨Demonstrate Active Listening Skills
Highlight your ability to assess and analyse situations quickly. During the interview, practice active listening by summarising what the interviewer says and responding thoughtfully. This will show that you can handle emergency situations effectively.
✨Be Prepared for Scenario Questions
Expect questions that simulate real-life scenarios you might face as a Control Practitioner. Prepare by thinking through how you would respond to various emergencies, focusing on your decision-making process and prioritisation of customer needs.
✨Familiarise Yourself with Independent Living Concepts
Even if you don't have direct experience, showing knowledge about Independent Living Communities and the equipment used can set you apart. Research these topics beforehand and be ready to discuss how they relate to promoting independence for customers.